Desktop Support Analyst

We are seeking a Desktop Technician for our level 2 Helpdesk with strong desktop support experience, a customer-first mindset, and a background in call center or high-volume support environments. The ideal candidate thrives in fast-paced settings, resolves technical issues efficiently, and focuses on first call resolution to minimize downtime and improve user satisfaction., * Receive incoming calls and provide Level 2 technical support via phone, email, and remote access tools.

• Resolve hardware, software, and connectivity issues for end users on first contact whenever possible.
• Document incidents and service requests with clear, concise, and complete information.
• Escalate complex or unresolved issues to appropriate internal teams.
• Maintain excellent communication and service etiquette, ensuring a positive customer experience.
• Collaborate with internal IT staff to identify recurring issues and propose solutions for knowledge base improvements.

Do you have a valid Driver’s License license?, Do you have experience in Windows?, Software Resources has immediate, long term contract job opportunities for Desktop Support Technicians with a major organization in Orlando, FL.

** COMPLETELY CLEAR BACKGROUND CHECK HISTORY & VALID DRIVERS LICENSE REQUIRED. **

We are looking for Desktop Support candidates with Call-Center experience and great customer service. The position starts at Monday- Friday, with a month of training from 8-5pm. After training, need to be flexible to work whatever shift needed, and we are a 24-hour a day operation. Primary 8 hour work shifts are between 7am-6pm, second shift from 4pm to 12am and third shift from 12am to 8am.

Experience with A+ computer certification, Microsoft certifications, CCNA and or experience with desktop imaging or scripting preferred., * 2+ years of Helpdesk/Desktop Support experience, preferably in a call center or high-volume environment.

• Strong troubleshooting skills with Windows OS, Microsoft Office Suite, printers, and basic networking.
• Proven ability to prioritize tasks and resolve issues on first contact.
• Excellent written and verbal communication skills.
• Customer-focused with a professional and courteous demeanor.
• Familiarity with ITSM platforms (specifically ServiceNow) is a plus.
• A+ or similar certification preferred.

Pulled from the full job description

• AD&D insurance
• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * This is a full-time, position with work hours scheduled typically within a in a 7:00 AM - 6:00 PM window.
• Open availability is needed as ultimately; shifts can fall anywhere within the 24x7 operating hours depending on the needs of the site.
• Initial 4-week training is onsite, Monday-Friday, 8:00 AM - 5:00 PM.
• After successful training, eligible employees may work remotely up to two days per week (subject to management discretion and performance).
• No field work required - however, team members may be invited to participate in shadowing sessions with the Desktop Support department for cross-training and career development.